*Important notice on Novel Coronavirus:
- If you purchased iTravel Protect between 23 January, 2020 to 31 January, 2020,
a. We would not cover any losses caused by the Novel Coronavirus under “Travel Inconvenience Benefit” in Wuhan City and Hubei Province.
- If you purchased iTravel Protect between 1 February and 17 March, 2020,
a. We would not cover any losses caused by the Novel Coronavirus in Mainland China.
b. For other destinations, we would not cover any loss caused by the Novel Coronavirus under “Travel Inconvenience Benefit”.
- If you purchased iTravel Protect on or after 18 March, 2020,
a. We would not cover any losses caused by the Novel Coronavirus
*Remarks: we may update relevant arrangements from time to time.
Please click here for the special arrangement for customers who have purchased iTravel Protect before 1 February, 2020.
Arrangements regarding Novel Coronavirus for customers who have purchased iTravel Protect on or before 22 January, 2020, please refer to FAQ below:
If the planned destination is Wuhan and the trip is cancelled due to Novel Coronavirus. Is it covered?
Yes. If the journey is cancelled due to Novel Coronavirus happened within one week before the departure date, we shall reimburse the benefit under “Journey Cancellation” section. (only applicable to policy purchased prior to 22 January, 2020)
If the planned destination refuses entry of Hong Kong people, will iTravel Protect cover for journey cancellation?
No. Rejection of immigration by planned destination is not covered under iTravel Protect.
If the journey is curtailed and had to end earlier due to Novel Coronavirus outbreak during the trip, will it be covered?
Yes. If the journey is curtailed due to sudden outbreak of Infectious Disease at the planned destination, we shall reimburse the benefit under “Journey Curtailment” section. (only applicable to policy purchased prior to 22 January, 2020)
If the customer is forced to stay in Wuhan because of the airport closure in Wuhan, can he/she be protected?
Yes. If the Insured Journey is unavoidably delayed for reasons beyond the Insured’s control and prior knowledge, we shall automatically extend the coverage of Insured Journey up to the date of the Insured’s return to Hong Kong with maximum 10 days without additional premium. In addition, you can make a claim under “Travel Delay” section due to “airport closure” of Wuhan. (only applicable to policy purchased prior to 22 January, 2020)
Can a customer make a claim if the insured feels unwell after returning to Hong Kong and has been diagnosed with Novel Coronavirus?
Yes. If the insured did not consult a doctor when he/she was overseas (other than in mainland China), and he/she has contracted Novel Coronavirus during the journey and diagnosis was made within 10 days after returning to Hong Kong, the insured can make a claim for medical expenses within 90 days after returning to Hong Kong under “Follow-up Medical Expenses” section. (only applicable to policy purchased prior to 18 March, 2020)
When does the premium refund arrangement become effective?
Customers may also apply for a full refund for their travel insurance purchased before 1 February, 2020 with journeys that commence between 1 March, 2020 and 30 April, 2020, and if:
(a) the original journey of the insured to Mainland China, Taiwan, Japan, South Korea, Italy, Thailand, France, Germany, Spain, Australia or New Zealand is cancelled; or
(b) the original journey of the insured is cancelled due to his/her entry-visa being rejected, destination country flight ban or immigration ban for Hong Kong travellers.
If any benefit is payable at the time of application for premium refund, customers may only choose either to apply for a claim or apply for a premium refund.
What are the required documents when applying for a premium refund?
Required documents include:
- invoice or payment receipt; and
- itinerary or email confirmation which has shown the Insured’s name and the commencement date and end date of trip
How does the premium refund work?
Policyowners may apply for premium refund by sending the request (with the same email address used for the policy) with the policy number stated and requirement documents to email@example.com for processing. Please note it may take up to 6-8 weeks to process the refund for successful applications. If you have any questions, please email us at firstname.lastname@example.org.
As HKSAR government has issued Red Outbound Travel Alert to Korea:
Will I be covered for any loss related to Novel Coronavirus under Travel Inconvenience Benefit?
It will be covered for insurance policy purchased before February 1st and will not be covered for insurance policy purchased on or after February 1st.
Will I be covered for the medical expenses if I am travelling to Korea or other places in the world (other than mainland China) and in the unfortunate event that I suffer from Novel Coronavirus in which medical treatment is required?
Will I be covered for the losses incurred due to reasons other than Novel Coronavirus (such as injury from a car accident or personal belonging gets stolen) in the even that I’m travelling to Korea?
As the Red Outbound Travel Alert has been issued, will it affect my cover under iTravel Protect?
Yes. Cover on Journey Cancellation, Journey Curtailment and Missed Event will be reduced to 50% of the maximum limit.
- New individual insurance customers refer to customers who successfully apply for Specified Critical Illness and Medical Protection Products from 1 January 2020 to 31 March 2020, (new policy issued on or before 31 May 2020), the insured can enjoy the free 1st year Novel Coronavirus - Extra Cover. Existing individual insurance customers refer to all policyowners and insureds of AIA Individual Life Insurance and Medical Insurance policies (except Travel Insurance and Personal Line Insurance) issued and in force on or before 24 January 2020. Individual Life insurance includes life, critical illness and personal accident; Personal Line insurance includes Home Insurance, Domestic Worker Insurance, Golfer and Runner Guard.
- Group insurance customers refer to all insured members of AIA Group Insurance policies issued and in force on or before 24 January 2020, Group Insurance includes Group Life Insurance and Group Medical Insurance. Insured members must have been registered with AIA on or before that date.
- In the event that the eligible customer has unfortunately been diagnosed to be suffering from the Novel Coronavirus (Severe Respiratory Disease associated with a Novel Infection Agent) and would require quarantine as announced by the government of Hong Kong or Macau or any other country, he/she will be provided a one-off lump sum “Diagnosis Benefit” payment. Each eligible customer can only get a “Diagnosis Benefit” of HK$/MOP 15,000 once. The diagnosis of the Novel Coronavirus (Severe Respiratory Disease associated with a Novel Infection Agent) can be confirmed by registered doctors outside Hong Kong or Macau. “Hong Kong” and “Macau” herein refer to “Hong Kong Special Administrative Region” and “Macao Special Administrative Region” respectively.
- The coverage period of the claim support measures is from 24 January 2020 to 30 April 2020.
- Waiver of waiting period and relaxation on designated hospital in Mainland China for Mainland Chinese Visitor policy are not applicable to group insurance customers.